In the Customer Experience (CX) design journey, there are many ways a customer can interact with a brand even from the touchpoint of accessing the brand's facilities. Here is a case study of this type of interaction with a Landry's restaurant and the negative perception that it creates with the brand.

On Saturday of Mother’s Day weekend, I took my 87-year-young mother on a road trip from Houston to Galveston, Texas to treat her to a Texas Gulf Coast dinner at Fisherman’s Wharf restaurant on...